Customer Service Team Lead

Company Overview

Dallah Driving Academy is a licensed training institute in Qatar that delivers driver education and road safety programs. It supports learners and corporate clients with instruction for light and heavy vehicles, motorcycles, and commercial driving. Training is delivered by certified instructors in Arabic and English, using modern vehicles, structured learning plans, and standards that align with Ministry of Interior requirements. The academy also runs its own facilities and fleet, with flexible timing and guidance designed to suit different learner needs.

Role Summary

This is a full-time, on-site leadership position in Doha, Qatar. The Customer Service Team Lead will guide the customer service function across the front desk and call center, ensuring that learners and corporate clients receive fast, courteous, and accurate support. The role covers day-to-day team supervision, service quality control, escalation handling, and coordination across registration, scheduling, payments, and course-related queries.

Key Duties

• Lead the customer service team and manage everyday front-office and call-center operations.
• Respond to, and oversee the handling of, customer inquiries from learners and corporate accounts in a professional and timely way.
• Track service standards and take ownership of escalated customer issues until resolution.
• Support customers with registration steps, class scheduling, payment-related questions, and course information.
• Coach, mentor, and support team members to improve performance and customer handling skills.
• Plan schedules, assign tasks, and balance workload across the team.
• Maintain correct and up-to-date customer records in the relevant systems.
• Work closely with training, finance, and operations teams to keep service delivery smooth.
• Prepare simple reports on customer satisfaction and team/service performance.
• Suggest practical changes that improve processes and the overall customer experience.

Requirements and Qualifications

• Strong customer service background with the ability to handle questions, complaints, and follow-up effectively.
• Prior experience supervising or leading a customer-facing team in a service environment.
• Very good verbal and written communication skills for dealing with both customers and internal teams.
• Experience from education, training centers, or driving schools is a plus, particularly in the Gulf region.
• Arabic and English fluency is highly preferred; knowledge of other languages is an added advantage.
• Good organization, time management, and attention to detail, especially in record keeping.
• Comfortable using customer management platforms, office tools, and call center systems.
• Willingness to work full time on-site in Doha, including occasional shifts or longer hours when operations require it.
• Diploma or bachelor’s degree in Business, Administration, or a related field is preferred, though comparable hands-on experience may also be considered.

Additional Information

This position is based in Doha, Qatar and requires in-person attendance. The role may involve occasional shift-based work or extended working hours depending on operational needs.